Customer Service Specialist

The Customer Service Specialist (CSS) plays a key role in supporting our supply chain operations by serving as the primary communication link between internal teams, customers, and logistics partners. This role ensures smooth coordination across departments to deliver timely and accurate order fulfillment, resolve delivery or service issues, and maintain high levels of customer satisfaction.

• Serve as the main point of contact for customers regarding order status, shipment tracking, delivery updates, and general inquiries
• Coordinate with warehouse, transportation, and procurement teams to ensure on‑time delivery and accurate order fulfillment
• Handle customer complaints, returns, and service issues with urgency and professionalism
• Manage and update orders in the system (ERP/WMS), ensuring accuracy and timeliness
• Monitor shipments and proactively communicate delays or disruptions to customers
• Maintain detailed records of customer interactions, transactions, complaints, and resolutions in the CRM system
• Support continuous improvement by identifying and escalating recurring issues and process inefficiencies
• Understand and apply company policies related to shipping, returns, and customer credits

• High school diploma or equivalent required; associate’s or bachelor’s degree in business, or related field preferred
• 1-3 years of customer service experience in a logistics or manufacturing environment
• Familiarity with systems such as SAP and Salesforce
• Strong problem-solving and multitasking abilities
• Excellent communication and interpersonal skills
• Ability to remain calm and professional in a fast‑paced or high‑pressure environment
• Proficiency in Microsoft Office (especially Excel); experience with CRM software is a plus